I rang today to report unauthorised payments by a scam business that appeared on my account. First of all the agent got annoyed with me when I asked politely to repeat what she said. English is not my first language so during phonecalls sometimes I need extra second to process what was said or to hear it again as sometimes I find it more difficult to instantly make sense of the words and someone's unique accent during phone conversation than in real life. Also I have minor hearing issues which can be quite distressing. So when she repeated with this condescending tone I felt like an idiot. From there on her manner was exactly that - like she really didn't want to deal with me. She didn't listen what I was saying, told me to contact the company before bank can open despute, even though just a sentence before I informed her that I did call and emailed that company many times and they're basically ignoring me. Apart from one email I got as a reply that I should try to call them... So when bank agent said I should wait for them to respond I started wondering who they're protecting more? Me, a loyal customer with bank account, savings account and credit card, or a scam who tricks people into payments without notifying them? I tried to explain again and again that I waited long enough for them to refund my money and all the agent had to say was that they can't open a despute if the company didn't contact me to offer a resolution. I regret mentioning that this company gives only 14 days for their unwilling customers to request the refund and that I'm close to that deadline. Agent said that bank won't do anything until those 14 days passed!!! So I was robbed by some pathetic wannabe-company, then had to waste my time ringing and emailing THEM to "please give me my money back", just to be ignored and then told by my bank that I'm basically NOT PATIENT ENOUGH. I was in great need of that money as a student and a mother of 2 year old who actually meant to have a birthday party that week. Had to borrow money to be able to organise party for the little one. I've learnt from my mistakes and will be changing banks.